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Sage CRM Developers Course

Sage CRM Developers Course. Workflow (1). Looking ahead to the classes. DP01: Introduction to the Development Partner Program DP02: Entities and the Data Model (Part 1 of 2) DP03: Entities and the Data Model (Part 2 of 2) DP04: Implementing Screen Based Rules (Part 1 of 2)

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Sage CRM Developers Course

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  1. Sage CRM Developers Course Workflow (1)

  2. Looking ahead to the classes • DP01: Introduction to the Development Partner Program • DP02: Entities and the Data Model (Part 1 of 2) • DP03: Entities and the Data Model (Part 2 of 2) • DP04: Implementing Screen Based Rules (Part 1 of 2) • DP05: Implementing Screen Based Rules (Part 2 of 2) • DP06: Screen and User Independent Business Rules • DP07: Workflow (Part 1 of 2) • DP08: Workflow (Part 2 of 2) • DP09: Using the API Objects in ASP Pages (Part 1 of 2) • DP10 : Using the API Objects in ASP Pages (Part 2 of 2) • DP11: Using the Component Manager • DP12: Programming for the Advanced Email Manager • DP13: Using the Web Services API • DP14: Using the Web Services API (Part 2 of 2) • DP15: Coding the Web Self Service COM API (Part 1 of 2) • DP16: Coding the Web Self Service COM API (Part 2 of 2) • DP17: Using the .NET API (Part 1 of 2) • DP18: Using the .NET API (Part 2 of 2)

  3. Workflow • Control of process and data tasks • CRM offers graphical representation • Progress through logical arbitrary steps/states using ‘rules’ that govern transition • Rules • User driven action • Uses JScript to check the data condition • E.g.. whether rule is available • Time driven action • Uses SQL to check the data and time condition • E.g.. whether the rule is executed • Workflow as a mechanism for implementing business rules • Integrate tightly with other scripting E.g.. Field Level and Table Level

  4. A Simple Opportunity Workflow

  5. Graphical Workflow • Flow diagram of workflow process produced following analysis (previous slide) has to be understood and turned into CRM Graphical form. • Decision Tree like diagram • Looping and branching and reuse of rules and states supported

  6. Custom Workflow Entities

  7. Workflow Configuration • Default Workflow provided for: • Leads • Opportunity • Cases • Solutions • Campaigns • Waves • WaveItems • Enable Workflow in Admin>Configuration>Workflow • For other workflow capable entities then workflow always enabled

  8. Workflow Tracking • Workflow • Lead • Solution • Case • Opportunity • All entities above work in same way.

  9. User Driven Workflow Rule Types • Primary Rules • Transition Rules • Conditional Rules • Global Rules

  10. Primary Rules • Initial creation of record • Condition • Controls whether button displays • NOTE: Where entity life cycle starts with Dedupe Search or Inbuilt System Action Custom Workflow needs to start with Transitional Rule e.g.. • NewCompany • NewIndividual

  11. Limiting Access to Rules • Simplest way of limiting access is by using the "Restrict to Team" selection box. • Code Needed for more complex restrictions The JavaScript Condition field on Primary, Transition, and Global rules limits whether or not the rule appears for a given record. The workflow button will be hidden where the script sets Valid to be false, and where Valid equals true then it will be displayed. To limit access to the rule to members of the Support and Operations team the JavaScript condition would be: varintTeamID = CurrentUser.user_primarychannelid;if (intTeamID == 1 || intTeamID == 5){Valid = true;}else{Valid = false;}

  12. Access to Primary Rules and Main Menu ‘New’ options • Using the JavaScript Condition to Control Primary Rule Availability • To hide the 'New' button on the case list called from the company and person tab bars (where the company is "on hold") the following JavaScript condition can be used: varstrStatus = CRM.GetContextInfo("company", "comp_status");if (strStatus == "On Hold"){Valid = false;}else{Valid = true;} • Note: The method GetContextInfo can be used here because the company entity is in context. • The Main Menu New Button & Context The example given will not hide the New Button that is called from the Main Menu, nor will it hide the New Button on the 'My CRM' nor the 'Team' menus. This is because the customer may not be known until the user chooses it in the company field of the case entry screen and confirms it using the Save button. In this example to stop the users creating a support case for a customer that is "On Hold" we need to use a validation rule. This example validation rule can be added to a field such as case_referenceid that appears in the casedetailbox screen. This validation rule will also act as a double check to the first example given. intCompID = Values("case_primarycompanyid");varrecComp = CRM.FindRecord("company", "comp_companyid ="+intCompID);if (recComp.comp_status=="On Hold"){Valid = false;ErrorStr = "You may not create a case for a company placed on hold.";}

  13. Transition Rules • Transition Rules • Movement from state to state • Condition • Controls whether button displays • A transition rule that is linked to the workflow 'entry state' can then be used to attach the record to a workflow. • If a  record is created by system default behaviour (e.g. via a lead converted to opportunity) then the newly recreated record will have a null workflowid field. 

  14. Global Rules • No movement from state to state • Available at all states once record added to workflow • Condition • Controls whether button displays

  15. Conditional Rules • Similar to Transition rule: Movement from state to state • Condition • Button always displayed • Controls branching of to alternate states triggering different actions based on data values

  16. Action Availability

  17. Follow up Actions • The ability to create Tasks, Opportunities, Cases, Leads and Solutions is available to the following Workflow Rules types: • Transitional • Global • Conditional • Create Task • This will always create a communication that references the same workflowinstance as the creating entity. The Task will be attached to the same workflow • Create Opportunity • This will create a new opportunity that is unattached to workflow. This means that the oppo_workflowid will be null. The exception is when created from a opportunity workflow then same workflowinstance is referenced. The new Opportunity is part of the same workflow as the original opportunity • Create Case • This will create a new case that is unattached to workflow. This means that the case_workflowid will be null. The exception is when created from a case workflow then same workflowinstance is referenced. In this instance the new case is part of the same workflow as the original case. • Create Lead • This will create a new Lead that is unattached to workflow. This means that the lead_workflowid will be null. The exception is when created from a Lead workflow then same workflowinstance is referenced. In this instance the new Lead is part of the same workflow as the original Lead. • Create Solution • This will create a new Solution that is unattached to workflow. This means that the soln_workflowid will be null. The exception is when created from a Solution workflow then same workflowinstance is referenced. In this instance the new Solution is part of the same workflow as the original Solution.

  18. Direct Execution of SQL statements • Complete SQL Statement (Full DML) • Multiple Statements Allowed (;) • Use of #field# • E.g.. • update Comm_Link set CmLi_Deleted = 1 where CmLi_Comm_CommunicationId in (select Comm_CommunicationId from Communication where Comm_WaveItemId=#WaIt_WaveItemId#);update Communication set Comm_Deleted=1 where Comm_WaveItemId=#WaIt_WaveItemId# • NOTE • Separate statements can not pass variables • Can’t declare variable in one statement then use it in another

  19. Q&A

  20. Looking ahead to the classes • DP01: Introduction to the Development Partner Program • DP02: Entities and the Data Model (Part 1 of 2) • DP03: Entities and the Data Model (Part 2 of 2) • DP04: Implementing Screen Based Rules (Part 1 of 2) • DP05: Implementing Screen Based Rules (Part 2 of 2) • DP06: Screen and User Independent Business Rules • DP07: Workflow (Part 1 of 2) • DP08: Workflow (Part 2 of 2) • DP09: Using the API Objects in ASP Pages (Part 1 of 2) • DP10 : Using the API Objects in ASP Pages (Part 2 of 2) • DP11: Using the Component Manager • DP12: Programming for the Advanced Email Manager • DP13: Using the Web Services API • DP14: Using the Web Services API (Part 2 of 2) • DP15: Coding the Web Self Service COM API (Part 1 of 2) • DP16: Coding the Web Self Service COM API (Part 2 of 2) • DP17: Using the .NET API (Part 1 of 2) • DP18: Using the .NET API (Part 2 of 2)

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